ServiceNow Support Specialist HRSD

Job Title: ServiceNow Support Specialist / HRSD Business Process Consultant
Location: Santa Clara, CA Remote
Job Type: Contract W2
Work Authorization: Candidates must be able to work on W2 without requiring current or future visa sponsorship.

Job Summary

We are seeking an experienced ServiceNow HRSD / Human Resource Business Process Consultant with strong knowledge of HR operations and ServiceNow HR Service Delivery. The consultant will work with business stakeholders, HR functional teams, and ServiceNow developers to analyze, design, optimize, and support HR processes using the ServiceNow platform.

The ideal candidate will have strong hands-on experience with HR Case Management, HRSD configuration, Lifecycle Events, Knowledge Management, Virtual Agent, Agent Workspace, reporting, integrations, upgrades, deployments, and ServiceNow development.

Required Skills & Experience

• 8 10 years of experience in HR operations / HR service delivery.
• 4+ years of hands-on experience with ServiceNow HRSD.
• Strong experience with ServiceNow HR Service Delivery (HRSD).
• Experience with HR Case Management and HR service delivery models.
• Strong understanding of HR processes including onboarding, offboarding, employee relations, leave management, and HR case management.
• Ability to translate business requirements into user stories, functional specifications, and test cases.
• Strong client-facing communication, facilitation, and stakeholder management skills.

Key Technical Areas 1. HR Case Management

• COE and COE Security Policies
• HR Criteria
• HR Services
• Assignment Rules and Matching Rules
• HR Case Management configuration
• Case templates and related HRSD functionality

2. Knowledge Management

• HR Knowledge Management
• Knowledge bases and articles
• Knowledge access/security
• Knowledge governance and maintenance

3. Virtual Agent & Live Chat

• ServiceNow Virtual Agent
• Live Chat
• Advanced Work Assignment (AWA)
• Employee interaction and support channels

4. Agent Workspace

• HR Agent Workspace
• Case management and agent experience
• Workspace configuration and optimization

5. Upgrade / Clone / Deployment

• ServiceNow upgrades
• Instance cloning
• Application deployment
• Release management
• Migration and deployment activities

6. Backend / Frontend Development

• ServiceNow upgrades
• Business Rules
• Client Scripts
• UI Policies / UI Actions
• Script Includes
• Workflows / Flow Designer
• Service Catalog
• User stories and functional specifications

7. Reporting & Dashboards

• HRSD reporting
• Performance metrics
• Reports and dashboards
• HR service delivery analytics

8. Translations

• UI translations
• Data/content translations
• Global and multilingual HR service delivery

9. Automated Test Framework

• ServiceNow Automated Test Framework (ATF)
• Test case development
• Regression testing
• UAT support

10. HR Lifecycle Events

• Employee onboarding
• Employee offboarding
• Lifecycle Event configuration
• Employee Journey Management
• HR process automation

Preferred Qualifications

• ServiceNow CSA and CAD with ITSM certifications.
• ServiceNow HRSD Implementation Specialist certification.
• CTA or CMA certification is a plus.
• Experience in consulting or HR transformation environments.
• Experience with Agile/Scrum methodologies.
• Experience integrating ServiceNow with Workday, SuccessFactors, UKG, Oracle, Payroll, or other HCM platforms.
• Experience supporting global HR operations and multilingual/multi-region HR services.
• Knowledge of HR data privacy and compliance requirements such as GDPR and HIPAA.

Responsibilities

• Lead workshops to understand HR requirements, business challenges, and objectives.
• Analyze current-state HR processes and design future-state processes using ServiceNow HRSD.
• Design and document process flows, service catalogs, knowledge articles, and case templates.
• Map HR business requirements to ServiceNow HRSD capabilities.
• Partner with ServiceNow developers on functional requirements, user stories, and testing.
• Guide HRSD configuration and design decisions.
• Support UAT, change management, and stakeholder enablement.
• Drive ServiceNow HRSD adoption and continuous process improvement.
• Provide guidance on HR shared services, employee experience, and digital HR transformation.

Interested candidates can share their updated resume, contact details, availability, and location.

Contact:
Sai Kumar Yeggina
Sr. Technical Recruiter
Propelsys Technologies LLC
Email: